Customer Support Executive

About the Role:

Sheva Technology Services is looking for an energetic and detail-oriented Customer Service Representative (Blended Process) with a strong focus on chat support to join our growing team.

This role involves providing timely and empathetic assistance to customers primarily through live chat, while also handling inbound and outbound calls when required.

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You will be the first point of contact for our customers—resolving their concerns, providing accurate product/service information, and ensuring a seamless support experience.

Responsibilities:

• Handle a high volume of live chats efficiently, maintaining a fast response time and accuracy
• Manage inbound and outbound calls as needed, ensuring a smooth handoff between chat and voice interactions
• Provide prompt, clear, and accurate responses to customer inquiries
• Demonstrate high typing speed with precision to manage multiple chats simultaneously
• Investigate and resolve customer issues using internal tools and resources
• Document customer interactions and transactions thoroughly and in real-time
• Escalate complex issues to the appropriate departments with proper context
• Recognize and report patterns in customer queries to help improve processes
• Collaborate with peers and supervisors to continuously enhance the customer experience
• Participate in training and team meetings as part of continuous learning and process alignment

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Qualifications:

• Bachelor’s degree or equivalent required
• Minimum 6 months of customer service experience, preferably in a blended or chat-focused environment
• Exceptional written and verbal English communication skills
• Proven typing speed of 60+ WPM with high accuracy
• Strong multitasking ability, especially in managing concurrent chat conversations
• Comfortable using customer support tools such as Intercom, Zendesk, Freshdesk, etc.
• Knowledge of basic troubleshooting, CRM systems, and MS Office Suite
• Ability to remain calm and empathetic under pressure, especially during high-volume periods
• A proactive problem-solver with a customer-first mindset

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Ideal Candidate Traits:

• Prior experience with FinTech or international customer bases
• Familiarity with ticketing systems and workflow automation tools